000			00796nam a2200133Ia 4500
080			_aLRC 08.16.03 F9115
100			_aFriedman, Nancy J.
245			_aTelephone skills from A to Z
260			_bCrisp Pub. _aMenlo ParkUS _c1995
300			_ax, 106 p.
520			_aPresents basic telephone courtesies, for example, being friendly before you know who it is; saying: please..., thank you..., you're welcome. Shows how to handle telephone conversation problems e.g. the slow/fast speaker, irate callers, foreign accents. Identifies behaviours to avoid in telephoning e.g. chewing gum, rushing callers. Lists 5 forbidden expressions - I don't know; just a second; no (at the beginning of a sentence); we can't do that; and, you'll have to...
583			_c3/7/00 _kM2LMGR
942			_cM _mF9115 _kLRC
999			_c19927 _d19927